Level 1 Manager – L1 Support Team Lead

About the role

The Level 1 Manager leads the L1 support team, ensuring operational excellence, high team engagement, and the achievement of performance targets. You will build a high‑performing team, optimise processes and maintain strong relationships with customers and stakeholders.

Key responsibilities

• Guide, coach and motivate the team to meet performance goals while fostering a collaborative environment.
• Oversee day‑to‑day operations, resolve complex issues and continuously improve workflows.
• Develop and maintain strong client relationships, handling escalated concerns and legal threats.
• Track performance metrics, provide regular feedback and report results to senior management.
• Collaborate with Workforce Management to ensure appropriate scheduling, staffing and resource allocation.
• Manage scheduling adherence, vacation policies and resource planning for equipment and connectivity.
• Conduct regular 1:1 coaching sessions with lead supervisors and monitor KPI compliance.
• Escalate incidents, streamline processes and ensure compliance with all CS procedures.
• Lead engagement initiatives, recognise top performers and support under‑performers.
• Drive hiring, onboarding and training of new team members in partnership with HR and QA.

Required profile

• Fluency in English and Portuguese.
• Proven experience leading L1 or call‑center support teams.
• Strong analytical and problem‑solving abilities.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to lead a dynamic support team.
• Professional growth in a fast‑paced environment.
• Collaborative culture focused on continuous improvement.